Job Description

Pay Range: $93,600 to $110,240/year

JOB CULTURE

The Masons of California are committed to a culture of leadership. It is our culture to provide superior service to the members, residents, and staff through a sound and progressive model of service/care, which aligns our mission, vision, and operations. We demonstrate excellence in core services, and we understand the true value of time, budgets, safety, and satisfaction. We are dedicated to disciplined innovation while creating a culture of continuous quality improvement - we are a learning company. We are committed to sharing our knowledge and being an organization that naturally attracts the best and brightest talent. We can perform both essential functions and measurable behaviors while being team-oriented, caring and honest.

JOB SUMMARY

The Information Technology Supervisor works to ensure all helpdesk functions are handled in a complete and timely manner. This position will have extensive knowledge on a breadth of technology subject matter. Supervising and mentoring team members, providing a central point of communications, and collecting and analyzing helpdesk metrics are regular functions of this position. This position will perform a mixture of executive level end-user computer support, application software support, resident support, and systems administration. This position is the first contact for support request resolution for the IT Department. This position contributes as a collaborative supervisory team member. Focus on driving regular maintenance, backup and restores, new system creation and deprecating systems/hardware. Maintenance, monitoring, and cybersecurity initiatives are part of this position.

ESSENTIAL FUNCTIONS

• Responsible for the day-to-day function of the helpdesk technology team
• Provide direction and expertise on technology subject matter
• Help management coordinate and develop team career growth
• Centralize communications during triage and emergency situations
• Collect and distribute monthly metrics on team’s performance
• Help manage project initiatives
• Supervise ticket queues for all locations and help prioritize work
• Escalation point for support team
• Continually evaluate current practices and recommend/enact changes or new processes to address shortcomings or inadequate and antiquated approaches
• Collaborating with cybersecurity recommendations, actions, and requirements to ensure the security of our greater environment
• Systems expertise and mapping to cloud services
• Works well in a team and also able to take initiative including working independently to complete tasks
• Supervises and mentors team members when appropriate
• Works with members of IT to increase knowledge and IT abilities
• Keeps end-user and IT documentation up-to-date and writes new documentation as required
• Ensures full support to resident community
• Assists in developing, providing, and coordinating staff and/or resident training as needed
• Executive level desktop computer support — Provide executive level support, staff support and resident support in a Windows 10 and macOS environment
• Software supported includes Microsoft Office 365, VPN, disk encryption, other applications as needed, utilities, etc
• Provide remote support for laptop users
• Ensure routine operations such as creating users in Microsoft Active Directory, O365, and any other supported environment, maintaining and implementing security procedures, data backups using Barracuda, file recovery procedures, phone system accounts, and mobile phone accounts, etc
• Assists with on-site questions/issues regarding LAN connectivity and access.
• Desktop Computers: Installs and upgrades user hardware (PC media storage, printers, faxes, other peripherals) and software components (0/S, applications)
• Coordinates all necessary maintenance operations such as Windows upgrades, macOS upgrades, application upgrades, E-mail, utilities, etc
• Other tasks as defined by manager

Requirements

SKILLS, ABILITIES AND EXPERIENCE

• Experience and ability to lead a team of technology experts
• 5 or more years relevant work experience
• Technical training in, job appropriate knowledge of, and/or work experience in many of the following network disciplines:
• Microsoft OSes (server and client), Microsoft PowerShell, O365, Azure, AWS, Mimecast, Active Directory, macOS, iOS, Android, MDM (Intune) network-WiFi connectivity, ethernet cabling and network equipment, TCP/IP (configuration, administration), Internet, DNS, DHCP, SMTP, DirecTV, monitoring services (Solarwinds), VMware ESX clusters
• Significant experience in a C-suite level customer (user) service environment
• Demonstrated ability to troubleshoot, diagnose, resolve routine operation problems, and to configure, install, upgrade computer hardware including PCs, Windows servers
• High level of interest in and aptitude for understanding technology and operations
• Excellent written and verbal communication skills
• Time Management Skills
• Able to manage multiple, competing priorities and demands
• Ability to set goals, establish and use schedules, and anticipate and remove obstacles
• Team player, smooth cooperative working relationships with end users, management, outside
  vendors, consultants and with the team
• Ability to address conflict and provide resolution
• Proven record of dependability
  
  

EDUCATIONAL REQUIREMENTS/LICENSES/CERTIFICATES

Any combination of education and experience that would provide the necessary knowledge and abilities listed, typically:

• Bachelor’s degree or Associate degree with work experience
• Experience and certificates commiserate with length of time in profession
  
  

EQUIPMENT/MATERIALS USED

• Microsoft Operating Systems
• macOS, iOS, iPadOS, Android
• Printers
• VMware ESX, SaaS and Cloud Services, Azure
• Barracuda Solutions
• SAN/NAS
• SQL Databases

Benefits

We are looking for team members who would like to combine their passion for helping people, good communication skills, decision-making skills, and great ethical standards with the opportunities to advance your career.

In return for your skills, you will be offered:

• A work environment focused on teamwork and suppor t for excellent care
• Excellent health, wage replacement and other benefits for you and your family’s well-being
• A generous contribution to a 401K plan whether or not you participate, and an additional contribution from the company when you participate in the plan
• Investment in your growth through Tuition Reimbursement

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